Project Scope & Focus

This work was part of a multi-year effort to modernize U.S. passport services, with a focus on how information is collected, reviewed, and acted on across complex, regulated workflows.

My role centered on foundational and evaluative research, partnering closely with policy, adjudication, and frontline staff to understand operational realities, surface pain points, and identify opportunities for improvement. The research balanced user needs with legal, compliance, and risk considerations—ensuring findings could be applied within real-world constraints.

While much of this work is under NDA, the research informed decisions related to form design, validation logic, staff workflows, and future digital service planning, supporting both customer experience improvements and more efficient internal operations.

What This Work Represents

• Research in a high-stakes, regulated environment

• Long-horizon discovery where impact shows up in decisions, not screens

• Close collaboration with non-design partners to translate insight into action

Due to the nature of this engagement, detailed artifacts are not publicly shareable. I’m happy to discuss my approach, methods, and learnings in conversation.

Curious to learn more my role or research approach? Send me a note.